PENGARUH SERVICE QUALITY, PERCEIVED VALUE, TRUST, CUSTOMER SATISFACTION TERHADAP LOYALTY DI PATUNA TOUR & TRAVEL

A. Prabowo, D. Mardhiyah
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Abstract

This study examines the effect of service quality, perceived value, trust, and customer satisfaction on loyalty in Patuna Tour & Travel. The data analysis technique used in this study uses a partial least square. The sample used was 360 individual respondents or ex-pilgrims who had, at least twice, used the services of Patuna Tour & Travel in carrying out the Umrah pilgrimage. The results showed that service quality has a positive effect on perceived value, service quality has a positive effect on customer satisfaction, service quality has a positive effect on trust, perceived value has a positive effect on customer satisfaction, perceived value has a positive effect on trust, customer satisfaction has a positive effect on trust, trust has a positive effect positive on loyalty and customer satisfaction does not affect loyalty
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服务质量、感知价值、信任、客户满意度、忠诚度
本研究考察了帕图纳旅游公司的服务质量、感知价值、信任和顾客满意度对忠诚度的影响。本研究中使用的数据分析技术使用偏最小二乘法。所使用的样本是360名个人受访者或前朝圣者,他们至少两次使用帕图纳旅游公司的服务进行朝觐。结果表明:服务质量对感知价值有正向影响,服务质量对顾客满意有正向影响,服务质量对信任有正向影响,感知价值对顾客满意有正向影响,感知价值对信任有正向影响,顾客满意对信任有正向影响,信任有正向影响,忠诚有正向影响,顾客满意不影响忠诚
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